Tolling Operations & Recovery Lead

WSP Global Inc.; Concord (NH); On-site; USD 90,000 - 130,000; Full time

Job summary

WSP Global Inc. in Concord, NH is seeking a Tolling Recovery Manager to lead the client’s unpaid-toll processing and image-review operations, overseeing the end-to-end lifecycle from initial review to final disposition.

This role relies on strong process discipline and cross-functional collaboration to meet client expectations and regulatory requirements. You will coordinate with finance, operations, and client teams to ensure adherence to Business Rules and KPIs, while guiding a team through

Qualifications

• Minimum five years of unpaid-toll processing experience.
• Experience with automated image-review workflows.
• Experience with manual image-review workflows.
• Experience with enforcement processes.

Responsibilities

• Lead unpaid-toll processing from transaction identification through final resolution and disposition.
• Oversee automated and manual image-review workflows, including initial review, secondary review, rejected images, exceptions, backlog, and processing outcomes.
• Oversee registered-owner processing through DMV and other sources, including in-state and out-of-state lookups, retries, no-match results, and manual research.
• Oversee address validation, correction, NCOA, skip-tracing, and returned-mail workflows, as applicable.
• Oversee generation and processing of First and Second Invoices, and Violation Notices in accordance with Business Rules.
• Coordinate invoice and notice files with print, mail, electronic-delivery, returned-mail, and reconciliation processes.
• Monitor suppressed, canceled, regenerated, reissued, returned, corrected-address, and undeliverable notices.
• Oversee operational support for unpaid-toll disputes, waiver requests, appeals, and information requests from review authority.
• Ensure waivers, adjustments, dismissals, reversals, and other dispositions are processed under approved Business Rules.
• Oversee DMV Hold processing activities, including data validation, status updates, releases, removals, corrections, and audit records.
• Monitor unpaid-toll and image-review volume, throughput, backlog, aging, accuracy, rejects, exceptions, disputes, and final dispositions.
• Monitor compliance with KPIs, SLAs, Business Rules, procedures, and processing timelines; coordinate corrective actions when performance is at risk.
• Coordinate with Finance on tolls, payments, fees, waivers, refunds, adjustments, cancellations, write-offs, reconciliation, and audit support.
• Maintain transaction-level traceability from the original toll transaction through invoicing, payment, adjustment, enforcement, or final disposition.
• Participate in requirements validation, workflow design, Business Rule review, testing, training, data-migration validation, operational readiness, cutover, Go-Live, and stabilization activities.
• Coordinate with project management, back-office operations, finance, QA/QC, training, reporting and analytics, digital channels, IT, BOS, customer service, print/mail, registered-owner-data providers, and the client.
• Support continuity, backup coverage, knowledge transfer, and cross-training for critical unpaid-toll functions.
• Perform other duties consistent with unpaid-toll management responsibilities.

Skills

Unpaid-toll processing

Image review (auto & manual)

DMV Hold coordination

Operational leadership

Process optimization

KPI/SLA monitoring

Cross-functional coordination

Audit and reconciliation

Job description

WSP Global Inc. in Concord, NH is seeking a Tolling Recovery Manager to lead the client’s unpaid-toll processing and image-review operations, overseeing the end-to-end lifecycle from initial review to final disposition.

This role relies on strong process discipline and cross-functional collaboration to meet client expectations and regulatory requirements. You will coordinate with finance, operations, and client teams to ensure adherence to Business Rules and KPIs, while guiding a team through